Creative work has a lot of grey areas. Things aren't always cut and dry.
When conflict, creative differences or misinterpretations arise between client and artist, solutions aren't necessarily apparent to both parties.
Here at Voquent, we work diligently to streamline the voice-over casting and production process to ensure clients get an excellent product and compensate voice-over talents appropriately. A win for customers, for voices, and for us – everyone's happy!
99.99999% of the time, everyone's positively thrilled with the project. Still, unfortunately, now and then, we have the uncomfortable situation where a client isn't happy with the final audio and, worse, doesn't feel like they should pay for the job.
We always try to resolve these situations amicably. Still, we wondered what the greater voice-over community thought so, we put out feelers on Facebook, Twitter, and Instagram and LOVED the enthusiastic responses from talent all over the world. Thanks so much to everyone for your input!
We asked the question:
“Should a client pay if they don't like your voice-over?”
Interestingly, our Twitter results were mixed, with 10% of responses siding with the client (they should pay nothing), 26% think the client should compensate half the session fee, and only 6% thought 75% of the session fee was appropriate.
An overwhelming 58% of you felt that a client should pay the full session fee, even if they're not using the recording.
Here's the poll:
⁉️ You’ve recorded a voice-over and the client doesn’t like it. They don't want to pay anything for your time because they didn't 'get what they wanted'. Is this justified? What do YOU think they should pay? Please RT! #quickquestion #voiceover
— Voquent (@Voquent) June 24, 2019
Swedish voice-over (via Facebook), said: “I would never charge a client who is not 100% satisfied with my work.”
Although across the board, there were many opinions and, not surprisingly, different voice-over artists have other policies. (Remember what I said about this being a grey area!?) Several comments compared this situation to ordering food (which I loved because I love to eat ):
“If you buy a hamburger or pizza and decide you don’t like it, you still have to pay! Or, if a plumber installs a bathtub but you decide it’s the wrong color, you still owe them for their time and expertise.”
Thanks to @Joelgonzalex and @Inglescomoale via Instagram and @Thebritishvoic2 via Twitter!
@inglescomoale says: “If you go to a pizza place and order a pepperoni pizza and then afterwards you say: Sorry, I have changed my mind. Should you pay for the pizza? I think so. That's what Demos are for, right. in addition we can always record part of the copy in order to have clients' approval beforehand.“
Many comments made the distinction between session fees and licensing, saying that clients should pay talent for their TIME but not necessarily pay for commercial or broadcast fees if they don't use the recording.
And yet, in this murky Internet world where you can easily use a recording without the creator's knowledge, how can a voice-over artist be SURE clients aren't using their voice-over without paying the fees?
This isn't necessarily something that happens often. At Voquent, as mentioned above, they have overwhelmingly positive experiences working with both clients and voice-over talent. However, intellectual property can be challenging to protect, and I'm sure I'm not the only voice-over artist who has worried about their work being used illegally without proper compensation.
Ultimately, the goal is fair rates for the talent and clients get a product that they love. So, what steps can clients AND artists take to ensure this happens with every job?
I'll share a couple of things from my own experience in my voice-over business across all platforms, then expound upon how Voquent combats this issue as well.
A test read or audition
Often I'll get hired to record a quick voice-over gig, solely based on my Demos. Still, if I'm going into a specific character project or more extended narration, I want to make sure the client and I will work well together.
Everyone has to be happy with the final audio.
So, even if they're ready to move forward based only on my Demos (which is flattering), I typically insist on a 2-3 minute test read on a large project to make sure we're both on the same page.
ALSO READ: Why Auditions are BAD for the voice-over industry
For a large commercial project or advertisement with lots of decision-makers, it's also essential to have my test read, Sample or audition approved by everyone involved. A creative or producer may love my voice, but decision-makers higher up in the chain should be on board to prevent awkward situations.
Inspiration and Direction
When starting a project with a new client, I ask them to fill out a short survey (only 3-4 questions) that includes a place for them to provide direction. They can add a few describing words to help me know how to read their copy – this is extremely helpful.
The more detail, the better! Sometimes they'll even cite a specific voice from my Demo Reel, which I love because I know how to sound exactly like that already! I also ask them to include links to any other voices or tones they like from similar or previous projects. A YouTube reference clip that I know the client already is a helpful way to understand quickly.
I make it clear, however, that I don't do impressions so that it won't be exactly like the reference video. I will do my utmost to match the tone but in my own voice.
Clear contracts and communications
Another important way to make sure you and the client are on the same page from the beginning is to have both parties agree to (and sign!) clearly defined contracts before any work begins.
Contracts can be tricky when working with smaller projects due to the fast turnaround times, and signing contracts can take a lot of time communicating back and forth.
If you cannot sign a formal contract, at the very least, communicated—in writing—your rates for revisions with the client and they've agreed to that in writing.
Being able to point back to this and show what was previously discussed can be helpful later in case of a disagreement. I always work the cost of one revision into my rate. So, if I get it right the first time, I get a little bonus for being awesome, and if we have to go back and re-record a bit or the whole thing, I'm ok.
I make it clear to the client upfront: I include one revision if necessary, and, in the rare case that we need to re-record after that, they can purchase additional re-records for $X. That way, everyone is on the same page from the start.
@photorealness says: “I usually offer a money-back guarantee, but there's session and usage that should be implicitly separated unless stated otherwise.“
Both Alex Wain (via Facebook) and @Priyanka_Sirohi_bajaj (via Instagram) work on a 50% upfront and 50% upon delivery basis.
Splitting payments in two or three is a good strategy when working with a new customer in particular. If the client isn't satisfied, they can either move forward with revisions or terminate the contract. They don't have to pay the total amount, but you're not left empty-handed as an artist either.
@Kymrosebrosnan (via Instagram) also mentioned a release clause as part of a contract that treats both client and artist fairly in case irreconcilable differences occur during the project, a great idea.
The above are ALL great ideas to consider implementing in your VO business. Generally, you do the work, the client pays, and everyone’s happy. Clear contracts are vital to set expectations. They protect the artist and the client when things go awry, but also, they look professional.
Watermarking audio
Another way I guard against having my voice appear on a platform without the proper rights purchased is by delivering a watermarked copy first. After it's approved, I get paid in full and provide the client's clean file.
I have a standard watermark that's about 6 seconds long. I copy/paste it onto the raw audio file as a second track, turn the gain way down so it's not too distracting in the background, and the client can still hear their read. Then export the file as a mono recording, so it's not possible to separate the watermark.
I've never had a client upset about this type of delivery. They are incredibly understanding, and honestly, I feel as though a watermark can make you look even more professional in certain instances. If you're working with a regular client or a production company/agency, this is probably unnecessary, and it can sometimes cause issues if a short turnaround is required. It's always good to bear in mind what fits the project, after all!
Keep learning
Of course, I didn't always run my business with these safeguards. I learned through trial, error, and a few unfortunate instances with clients.
Sometimes that's just how it goes, but the past mistakes have paved the way for better client relationships now.
I'm better at communicating the process. I'm clear about pricing and adamant about recording test reads and Samples before they commit.
I've allowed my mistakes to improve my business game. Hopefully, some of the above advice from myself and the community will help you avoid a few of the same pitfalls.
As @Kennethtolesjr mentioned via Instagram, “Live and learn works on our end, as well as the clients“.
The Voquent approach
At Voquent, they ALWAYS get the client to approve the voice based on a Demo before any scheduled recording dates. Either a Demo on the talent's profile or, if necessary, an audition of their script.
There have been a few instances where Voquent felt the client should get a refund—primarily when they provided clear direction notes and brief. So understandably, they err with the client in these situations.
However, if the client expects something not reflected in the casting Demo, they are more likely to err with the voice talent.
Voquent, will always try to compensate every artists time and only in infrequent circumstances will not pay the talent.
Learn more about how it works at Voquent.
Know your voice
Knowing your voice and abilities as an artist is undoubtedly an advantage.
If you read a script that calls for something you're not sure you can deliver, perhaps it's not the best project for you. And that's ok! There's room for every voice in this beautiful online marketplace.
The best we can do is keep our communication clear and upfront, stay positive and be kind to each other when these disagreements pop up from time to time.
Find out more about voice-over jobs with Voquent
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